PRO IT are a managed MSP Service Provider. We are looking for enthusiastic starters who have a commitment to customer service and a great work ethic.

Level 1 helpdesk - 24 x 7 Mixed Shift Role - must be a resident within 30 mins travel time to Yarraville.

Immediate Start

Main Tasks are to answer the phones/emails/client portals to provide first line ticket troubleshooting, management and delegation of tasks to our internal engineers.

The successful candidates will have fluent written and verbal English skills, and a confidant projection over the phone.

Key responsibilities include:

Demanding Role, must have attention to details to manage each client requirement

Managing all incoming calls and requests (phone, email, web) to the Service Desk which will involve problem detection, ticket reporting and escalation to IT issues to the Technical Engineers

Responsibility for taking ownership of customer queries, raising tickets and following through with engineers to closure, keeping customers updated on the progress of their tickets

Display Skills troubleshooting of tickets across level 1 I.T tasks and queries

Monitoring of system operations tools, managing and escalating as appropriate

Completion of daily, weekly and monthly tasks (client reporting, operational checks etc)

Coordinating deployment of engineers to site for 24x7 jobs, including assignment, requesting access tickets, maintaining calendar appointments and communication through life cycle of the job and time sheet recording.

Future progression to engineering team post 12 months of solid growth and upskilling

Personal Work Attributes and Duties:

Excellent proficiency of English language, both verbal and written communication skills

Effective phone manners and listening skills

Attention to detail, time management, ability to prioritize and deliver to schedule

Professional approach to call taking and ticket management

Customer service focus

Strong work ethic and well presented

Able to multi-task and meet deadlines

The ability to learn and then support new software and systems

Work with other team members across the business to continuously improve the processes

Skills and Experience Required

Articulate Phone Mannerism

Flexibility with Shifts

Experience in a MSP Call Centre environment

TAFE or Equivalent Diploma in I.T, Admin desirable for troubleshooting

Intermediate MS Office, Outlook / Excel skills

Effective Time Management

To be successful in the role you will be:

Commit to shift hours and tasks

Work 24*7 - 8 hour shifts rotating, this includes public Holidays, evenings and weekends

Only open for applicants who live within 30 mins from our office location, have their own mode of transport.

We encourage all junior applicants to enrol as a stepping stone into the I.T Industry with a dynamic and growing company. We offer great rates, work environment and room to grow internally. Annual Performance Based Reviews.

Applicants must have full working rights in Australia, with evidence of status.

Temp, Student or holiday visa applicants are NOT eligible to apply.